Customer Service Director

3 weeks ago


Noida, Uttar Pradesh, India Study Group Full time

Job Overview:

We are seeking an exceptional Customer Service Director to oversee and manage our global customer service operations. As a key member of our team, you will be responsible for ensuring seamless transitions, exceptional service delivery, and efficient project execution across all regions.

Key Responsibilities:

  • Customer Service Operations:
  • Ensure high-quality service delivery through adequate capacity/resource planning and monitoring of service level agreements (SLAs).
  • Manage and lead the Global Customer Service team, including hiring, training, and coaching.
  • Collaborate with various stakeholders to integrate customer feedback and improve service offerings.
  • Act as second-level escalation support for complex customer complaints or inquiries.

Requirements:

  • University Degree in any field
  • Minimum 8 years of experience in BPO/KPO/Shared Services with minimum 3 years' experience in people management role.
  • Experience in data analysis and reporting.
  • Experience in performance and project management.
  • Experience in business transition (preferably).

About Study Group:

Study Group is a leading international education provider that is dedicated and passionate about helping students around the world, creating a brighter future and reaching their full potential.

Equal Opportunities Employer:

Study Group is proud of its high standards in safeguarding and recognises its importance in enabling the best possible student experience and outcomes.



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